Senior IT Support Coordinator

Randstad Digital Belgium; Brussel Hoofdstad; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

Randstad Digital Belgium is seeking an experienced Senior IT Support Coordinator to support critical operations for EU institutions. This hybrid role in Brussels requires 1 day on-site per week and considers both employee or freelance contract options.

The role focuses on coordinating L1-L3 support, managing ITSM tickets, and delivering VTC/AV operational support while training users and maintaining knowledge bases across platforms such as SharePoint, Teams, and Confluence.

Qualifications

• Experience with ITSM tooling and support processes.
• Experience with videoconferencing and enterprise AV services.
• Strong written and verbal communication.
• Ability to work autonomously in multicultural teams.
• ITIL 4 Foundation certification or equivalent.

Responsibilities

• Process & Knowledge Management: Organize, implement, and maintain IT support processes, knowledge bases, FAQs, and escalation procedures on platforms like SharePoint, Teams, or Confluence, with a dedicated focus on videoconferencing (VTC) and meeting-room services.
• Multi-Level Coordination: Coordinate L1-L3 support teams, guiding incident resolution, handling major incidents, root-cause follow-ups, and defect escalations to ensure high service quality across digital workplace and AV environments.
• ITSM Ticket & Service Management: Manage the end-to-end lifecycle of tickets using ITSM tools (ServiceNow, Jira Service Management), executing ticket triage, prioritization, SLA monitoring, and service quality reporting.
• VTC & Audio-Visual Operational Support: Provide hands-on operational assistance for videoconferencing, collaboration platforms, and AV facilities used in multilingual meetings and events (including pre-event connectivity checks, meeting setups, live troubleshooting, and event-streaming support).
• User Support & Training: Provide technical support and practical training to users (both on-site and remotely) on digital workplace tools, OS environments, meeting-room equipment, and security awareness (MFA, phishing prevention).

Skills

Autonomy

Multicultural teamwork

Stakeholder communication

Technical troubleshooting

Education

Master's degree (EQF 7)

Tools

ServiceNow

Jira

SharePoint

Teams

Confluence

RDP

TeamViewer

Job description

At Randstad Digital, we partner with European Union institutions to deliver cutting-edge technology services and foster digital transformation across public sector entities.

As a trusted partner, we connect top IT talent with impactful projects that directly support the EU’s core administrative and operational infrastructures.

Joining our team means playing a key role in shaping secure, reliable and innovative digital environments for international institutions.

We are currently seeking an experienced Senior IT Support Coordinator to join our team in supporting critical operations.

This hybrid role is based in Brussels, requiring 1 day per week on-site at the office, and we are open to engaging candidates through either employee or freelance contracts.

Responsibilities:

• Process & Knowledge Management: Organize, implement, and maintain IT support processes, knowledge bases, FAQs, and escalation procedures on platforms like SharePoint, Teams, or Confluence, with a dedicated focus on videoconferencing (VTC) and meeting-room services.
• Multi-Level Coordination: Coordinate L1-L3 support teams, guiding incident resolution, handling major incidents, root-cause follow-ups, and defect escalations to ensure high service quality across digital workplace and AV environments.
• ITSM Ticket & Service Management: Manage the end-to-end lifecycle of tickets using ITSM tools (ServiceNow, Jira Service Management), executing ticket triage, prioritization, SLA monitoring, and service quality reporting.
• VTC & Audio-Visual Operational Support: Provide hands-on operational assistance for videoconferencing, collaboration platforms, and AV facilities used in multilingual meetings and events (including pre-event connectivity checks, meeting setups, live troubleshooting, and event-streaming support).
• User Support & Training: Provide technical support and practical training to users (both on-site and remotely) on digital workplace tools, OS environments, meeting-room equipment, and security awareness (MFA, phishing prevention).

Requirements:

• Technical Expertise: Strong background with ITSM tooling (ServiceNow, Jira), Windows clients, directory/account management, and remote support tools (e.g., RDP, TeamViewer).
• VTC & Collaboration Support: Hands-on experience supporting collaboration, meeting-room, and enterprise videoconferencing/AV services.
• Soft Skills: Ability to work autonomously and collaboratively within multicultural teams, presenting technical indicators clearly to stakeholders with a proactive, service-oriented approach.
• Mandatory Certification: ITIL 4 Foundation certification (or recognized equivalent IT Service Management foundation certification).
• University degree corresponding to Level 7 of the European Qualifications Framework (EQF 7), equivalent to a Master’s level degree.